Manager - Insights & Analytics (2023-Oct to 2024-Nov)

Sydney

2024 - 2023

Organisational Transformation

• Established insights and analytics function from zero, building strategic capability and executive trust in data-driven decision-making
• Built sustainable strategic capability: established BAU operations, created 6-month roadmap, developed cross-departmental relationships

Voice of Customer Programme

• Designed and built Voice of Customer programme from zero, integrating Snowflake administrative data (50,000+ annual complaints across 20-year longitudinal dataset) with Qualtrics survey platform to create direct public-to-executive feedback mechanism
• Piloted programme with tenancy complaints achieving ~20% response rate (significantly above industry benchmarks), delivering customer experience insights through live dashboards and establishing proof of concept for scalable rollout across five Fair Trading service categories

End of Tenancy Research - Programme Transformation

• Inherited established research programme constrained by legacy infrastructure and executed comprehensive transformation to enterprise-grade analytics platform
• Redesigned survey instrument applying professional research methodology while negotiating with Policy team stakeholders to balance continuity requirements with analytical enhancements requested by Rental Commissioner
• Integrated rental bonds administrative data (330,000+ annual records) with redesigned survey responses, enabling ongoing operational analytics previously impossible under legacy system
• Delivered tenant experience insights informing rental regulation policy discussions, generating 11% response rate on 330,000+ annual survey distribution

Technical Infrastructure and Executive Engagement

• Built real-time insights infrastructure using PowerBI dashboards directly connected to Snowflake, delivering live reporting to executive stakeholders
• Established automated monthly insights reporting with formal quarterly briefings to senior leadership teams and Commissioner

Data Governance and Cross-Agency Collaboration

• Led cross-divisional data governance initiative working with senior executives to develop new coding frameworks (incorporating ANZSIC, CPC, HS/AHECC)
• Enabled dataset comparability across divisions and richer cross-agency insights

Analytics Lead, Australia & New Zealand (2022-Dec to 2023-Oct)
Senior Analytics Consultant (2021-Mar to 2022-Dec)

Led analytics operations and strategic insights for healthcare data platform serving all major pharmaceutical companies in Australia. Managed $2M annual revenue portfolio with team of 3 direct analysts and coordinated workload across 8+ consultants. Responsible for strategic resource allocation, project costing, delivery excellence, and operational efficiency while maintaining profitability across enterprise client portfolio.

Sydney

2023 - 2021

Client Insights & Strategic Delivery

• Served all major pharmaceutical companies operating in Australia (including Janssen, Abbvie, Bayer, Boehringer Ingelheim, Novo Nordisk, GSK etc) through combination of subscription analytics platforms and ad hoc strategic projects
• Delivered trusted insights including end-to-end patient treatment journeys, market share forecasts, prescriber preference analysis, and patient profiles informing market access strategies and competitive positioning

Platform Migration Leadership

• Volunteered to lead platform migration for 30+ client dashboards, establishing project management framework and coordinating technical, medical, and commercial teams to meet critical business deadline
• Delivered complete migration one month ahead of deadline, enabling seamless client brand planning cycles and retaining 90% of client base (three client losses attributable to budget constraints)

Data Quality Assurance and Operational Efficiency

• Executed quality assurance protocols for monthly data updates of 800+ million records integrating into 80+ billion record longitudinal dataset (representing 100% of Australian pharmaceutical prescriptions through the Pharmaceutical Benefits Scheme)
• Redesigned data update workflow reducing complete cycle from data ingestion to client report deployment from 2 weeks to 2 days, saving 40+ hours per month through automated validation and exception-based review

New Zealand Market Expansion

• Negotiated data access with Ministry of Health New Zealand, engaging partnerships manager and legal counsel for formalisation
• Enabled patient-level insights from New Zealand data within 6 months through ETL transformation rules, data dictionaries, and governance frameworks

Product Innovation and Revenue Generation

• Built scalable analytics products by transforming bespoke client builds into repeatable frameworks, enabling rapid deployment of condition-specific dashboards across multiple clients
• Productised Prescriber Analysis framework from initial client ad hoc request to revenue-generating offering, acquiring 4 clients on soft launch

Team Leadership Through Organisational Scaling

• Contributed to recruiting efforts during expansion phase, with analytics team scaling to 17 consultants at peak
• Managed team contraction following company-wide redundancies, maintaining delivery excellence with 3-person analytics team while coordinating analytics workload across former team members redistributed to Data Science, US operations, and Client Solutions teams

Technical Healthcare Analytics

• Built healthcare analytics using AIHW, ABS, PBS/MBS, GP and hospital datasets with ICD and ATC classifications, creating patient cohort definitions, treatment pathway analysis, and prescriber behaviour models

Research Manager (2018-Mar to 2021-Mar)
Higher Duties (2020-Feb to 2020-Nov)

Led market research managing team of 2 direct reports. Established analytics hub positioning research as strategic capability.

Sydney

2021 - 2018

Research and Analytics Delivery

• Designed and implemented research programmes including B2C and B2B brand tracking, marketing effectiveness, segmentation analysis, and course optimisation studies informing operational decisions on resource allocation and course offerings
• Integrated enterprise data sources including student administration system (900,000+ annual records across 157 campuses), call centre data, Google Analytics, and primary research into centralised reporting system
• Delivered bi-annual analytics reporting to senior executives on 400,000+ annual enrolments, providing core metrics for NSW Government funding allocation and performance assessment

Cross-Functional Collaboration and Budget Management

• Collaborated across IT, student sales, digital, and campaigns teams to establish single source of truth for reliable reporting
• Managed research budgets and external suppliers ensuring cost-effective insights delivery and demonstrable ROI

Consultant (2016-Jun to 2017-Nov)

Designed and managed end-to-end market research projects for pharmaceutical clients. Responsible for project costing, pricing, supplier management, and ensuring on-time, on-budget delivery to client satisfaction.

Sydney / Singapore

2017 - 2016

Healthcare Analytics and Client Delivery

• Designed brand health and market access studies for pharmaceutical clients utilising choice modelling, segmentation analysis, and predictive analytics informing marketing strategy and value proposition optimisation
• Led longitudinal patient journey research capturing emotional journeys from diagnosis through treatment adherence, providing contextual insights beyond clinical endpoints
• Maintained key client relationships and contributed to business development through insights-driven recommendations on market trends and competitive strategy

Account Manager (2016-Feb to 2016-Jun)
Senior Research Executive (2013-Jun to 2016-Feb)

Managed key client accounts across finance, FMCG, and healthcare industries. Responsible for research design proposals, client relationship management, and budget accountability for innovation and commercial insights projects. Accountable for research execution and delivery across multiple industries.

Sydney

2016 - 2013

Advanced Analytics and Commercial Research

• Delivered customer insights through choice modelling (conjoint analysis, discrete choice modelling) and segmentation methods (K-means, random forest) for brand growth strategies
• Conducted research in brand equity measurement, innovation testing, and market forecasting across finance, FMCG, and healthcare sectors
• Certified in Ipsos proprietary Bayesian analytics platform for Australia and New Zealand, one of 5 certified consultants in ANZ region

Project Manager (2011-Oct to 2013-Jun)

INSIDESTORY
Managed end-to-end research projects for private and public sector clients in regulatory and policy environments.

Sydney

2013 - 2011

Research Project Management

• Conducted eye tracking market research combining pupil dilation, gaze tracking, and conscious response measurement to assess emotional relevance and engagement across visual media
• Coordinated multi-stakeholder research initiatives and managed external supplier relationships across diverse client requirements

Business Intelligence & Visualisation

PowerBI (DAX, Power Query), Excel (VBA, Power Query), Qualtrics, Google Analytics

N/A

N/A

Data Engineering & Cloud Platforms

Snowflake, Databricks, AWS S3, Jupyter Notebook

N/A

N/A

Programming & Advanced Analytics Methods

SQL, R, Python, SPSS, Q Research Software, Segmentation (K-means, Random forest), choice modelling, forecasting, probability modelling, statistical testing, experimental design

N/A

N/A

Delivery & Leadership

Agile spring planning, retrospectives, backlog management, cross-functional collaboration, change management, Jira, Confluence

N/A

N/A

Masters of Management in Community Management

University of Technology

Sydney

N/A

Postgraduate Diploma Psychology

Murdoch University

Perth

N/A

Bachelor of Arts - Psychology

Macquarie University

Sydney

N/A